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KEY PERFORMANCE INDICATORS INFOGRAPHIC

RT I F I E D
CE
KEY
PERFORMANCE
INDICATORS

Key Performance
Indicators Framework
PR v 2.0 2015
A

L
OF
ESSION

Functional Areas Terminology Industries

Accounting SMART Objectives Call Center
% Billing accuracy % Call setup success rate
$ Cost of goods sold Objective Increase customers base % Agent utilization
% Client cash net revenue % Call completion rate
% Invoices under query +KPI % Market share % First call resolution rate
# Days in accounts receivable Definition: +Target 20% % Call drop rate
A measurable expression
Compliance and Risk +Timeframe By Financial Year End Customs
for the achievement of a
$ Loss expectancy desired level of results in # Arrival processing time
+Responsible Sales Director
% Operational risk # Entry clearance referrals
# Corporate governance index an area relevant to the % Work permits issued
# Frequency of inventory audit entity’s activity. Increase customers base to reach 20% market share by FY end under Sales Director leadership # Immigration refusals
# Turnaround time for audits % Hit rate on high risk cargoes

Customer Service Education & Training

# Speed of answer
KPI naming standards Value of Number of Percentage of # National examination score
# Complaints received KPIs – start with symbols $ Net profit # Defects % Budget variance % Attendance rate per course
# Call handling time # Students to professor ratio
% Complaints resolved % Drop-out rate
% Call abandon rate % Student satisfaction rate
Value added by KPIs Metrics - KPIs - KRIs - Analytics
Finance Financial Institutions
# Berry ratio Clarity Metrics # Insurance underwriting time
% Capital acquisition ratio Paint a clear picture of # Insurance claim processing time
% Basic earning power ratio Measurement % Cash collection rate
# Labor multiplier strategy % Risk coverage ratio
% Return on funds employed # Liquidity ratio
Focus Key Performance Indicators Key Risk Indicators
HSSE Government - State/Federal
Focus on what matters / for Performance Assessment for Risk Assessment
# Lost time injury frequency rate requires attention $ Gross National Product per capita
$ Energy consumption cost # Healthy life expectancy
# Hours of OHS training conducted % Unemployment rate
# Operational spills Improvement
Analytics # Water scarcity index
# Lost workdays due to accidents Monitor progress towards Decision Making % Health insurance coverage
Human Resources the desired state
Healthcare
# Employee engagement index
# Time to fill a vacant position KPI selection criteria KPI selection workshop input % Hospital bed occupancy rate
# Daily census
% Employee turnover
% Medication error rate
% Employee satisfaction Relevant $ Cost per discharge
# Training hours per FTE
Aligned with organizational Workshop # Laboratory test turn-around time
Information Technology strategy; Significant for the Hospitality & Tourism
% Defects removal efficiency specific domain of services $ Revenue per available seat hour
# SDLC exceptions granted Primary sources Secondary sources
$ Total revenue per available room
% LAN server availability
# Time to market Clearly defined $ Revenue per available customer
Front-line Strategic % Capture rate of hotel guests
# Time for service request fulfillment KPIs should be described by employees development plans # Length of stay in hotel
Marketing & Communication using clear and intelligible
terms. Avoid the use of Internal Infrastructure Operations
% Brand awareness
management jargon Operational reports % Berth occupancy rate
% Net promoter score
# Container dwell time
% Customer retention
# Turnaround time
$ Customer acquisition cost Balanced # Container throughput
$ Lifetime value of a customer
Quality / Quantity; Efficiency / External Competitor reports # Arrival processing time
Procurement & Distribution Effectiveness; Subjectivity / Annual reports of
Expert Real Estate/Property
# Inventory to sales ratio Objectivity advice other organizations
% Slow moving stock % Rent collection rate
% Cash-on-cash return
% On-time delivery
% Perfect purchase order rate
Data visualization KPI selection technique: Value flow analysis % Occupancy rate
% Inventory carrying rate % Repairs completed on time
Dos Don’ts % Capitalization rate
Production
Objective: Continuously improve skills through learning experience
Resources
% Production schedule attainment
Input Process Output Outcome % Drilling rig utilization rate
# Units per man-hour
% Non productive drilling time
# Maintenance backlog
% Drilling success rate
% Production schedule adherence $ Training budget # Training hours % Employees trained % Staff meeting % Mining equipment availability
% Production uptime Bar-charts Pie charts per employee desired competency # Carbon dioxide vessel efficiency
# Training % Participant levels
Project Management support staff # Training courses satisfaction with Retail
# Earned man-hours organized training experience # Skill level
% Same store sales growth
# Schedule performance index # Stock rotations
$ Cost avoidance savings Line graph 3D graphs # Reorder point
$ Profit per project KPI documentation # Safety stock
% Delivery deadlines met $ Sales per unit area
Quality Management Name % Hospital bed occupancy rate Telecommunications
$ Cost of poor quality $ Subscriber acquisition cost
% Scrap rate Bullet graph Dark backgrounds Definition % Answer seizure ratio
% Process efficiency ratio $ Subscriber retention cost
% Production first time yield Measures the percentage of beds in the hospital that are occupied by patients, % Data network availability
% Rework cost from overall number of hospital beds. % Block error rate
Research & Development Transportation
Sparklines Non-zero baseline
Calculation
$ Cost savings due to R&D $ Freight cost per tonne shipped
# Payback period of new products Subordinate measures used for calculation # In flight shutdown rate
% New product success rate # Revenue tonne kilometers
# Time to break-even A = # Hospital beds occupied B = # Hospital beds
% Transport capacity utilization
# First to market products Calculation formula Formula type Trend is good when # Transit time
Sales Small multiples Overcrowded (A/B)*100 Rate Within range Utilities
% Share of wallet # Power plant load factor
% Sales growth Target # Water quality index
% Sales quota attainment % Electricity demand growth
Threshold example % Wastewater treated
% Lead conversion rate
$ Sales per labor hour Waterfall chart Gridlines Red: < 80% ; >95% Yellow: 80 - 85% ; 90 - 95% Green: 85 - 90% % Capacity utilization factor

organization Research education

2004 Year of establishment
49,280 # Organizations assisted
through smartKPIs.com 6,240 # Training hours delivered
780 # Training days delivered
165 # Open training
courses delivered

22 # Certified trainers
20,603 # KPI examples published
on smartKPIs.com 4,408 # Client organizations
319 # Education programs
delivered 31 # Countries where we delivered
educational programs

4 12 4,596 154 6
# Offices around the globe. # Years spent on
# Professionals trained # In-house training # Continents on which
Australia, Malaysia, Romania, researching performance
courses delivered we delivered training
United Arab Emirates. best practice